Director, Technical Account Management
Location: USA or CAD (Remote position but candidate must be physically located in the USA or Canada)ABOUT GRIDGAINModern business-critical applications such as AI modeling, high-performance transaction processing, real-time decisioning, fraud detection and risk management all require more than just access to real-time data. These applications need a data platform that can store, access, process and analyze hundreds of terabytes of data at ultra-low latencies with high availability.GridGain is a leading real-time data platform by the original creators of Apache Ignite.
It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today’s business imperatives.GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs.GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics.About the Role: We are seeking a strategic and customer-centric Director of Technical Account Management to lead and scale our global TAM organization.
This leader will own the success of our technical account management function, responsible for deepening customer relationships, ensuring technical success, and driving long-term value for our enterprise clients.You will oversee a team of highly skilled TAMs, serve as a key customer advocate within the organization, and collaborate cross-functionally with Sales, Engineering, Product, and Support to ensure we exceed customer expectations at every stage of the journey.Key Responsibilities:
- Lead and scale a team of Technical Account Managers across regions, ensuring delivery of high-impact, proactive support for strategic accounts
- Define vision, strategy, and KPIs for the TAM function aligned with customer satisfaction, retention, and expansion goals
- Act as executive sponsor for key accounts, building strong relationships and advocating for their technical needs
- Partner with Customer Success, Sales, and Product teams to drive product adoption, renewals, and growth opportunities
- Design and implement processes and frameworks for customer onboarding, escalation management, and technical QBRs
- Identify common customer challenges and feedback to inform product development and improve the customer experience
- Hire, coach, and develop top-tier TAM talent to ensure a high-performing, customerobsessed team
- Build reporting and analytics to track health, engagement, and TAM effectiveness across the customer base
Qualifications:
- 8–12+ years of experience in customer-facing technical roles (TAM, solutions engineering, support, consulting), including 3+ years in a leadership role
- Proven track record of managing enterprise customers in complex, technical environments
- Strong people management skills with experience scaling teams and developing talent
- Deep technical acumen — able to understand and articulate complex technical concepts to both technical and non-technical audiences
- Experience working in SaaS, cloud infrastructure, data platforms, or enterprise software preferred
- Excellent communication, executive presence, and relationship-building abilities
- Customer-first mindset with a bias toward action and problem-solving
Preferred:
- Familiarity with enterprise account management tools (e.g., Gainsight, Salesforce, Zendesk)
- Background in engineering or computer science a plus
What we can offer you:Remote-first environmentCompetitive salary and pre-IPO stock optionsA broad selection of medical, dental and vision insurance plansOptional HSA, FSA and dependent care reimbursement accountsCompany-paid life insuranceGenerous holiday and vacation policyFamily leave programs for life events401(k)Monthly stipend for cell phone and gym membershipsA great company culture with a strong emphasis on diversity, equity and inclusion
